1. Premium Rate Calls – Most numbers start 09, 118, 0871, 0872 and 0873 and are mainly used for competitions, TV voting, horoscopes, chat lines, adult lines, recorded information and professional advice services.
2. Number Translation Services (NTS) – These numbers start 08 and are non-geographic numbers used by businesses and other organisations.  Some are free (e.g. 0800) and others you have to pay for (e.g. 0844 or 0870).
3. 0870 – These are specific NTS numbers where charges may be levied by the Communications Provider.
4. Personal Numbers – These numbers start 070 but are different from mobile numbers and calls to them are more expensive. They can be used as a “follow me” service where calls are diverted from another number. Small businesses and sole traders sometimes use them to make it easy to manage calls.  Personal numbers are also sold on a one-off basis, for example when buying or selling a used car and you don’t want to advertise your private mobile or fixed line number on a website or magazine.
   

1. We publish the call costs for all call types (which will include all Premium Rate, NTS and Personal Numbers) on our detailed price list at www.tescobroadband.com/pricing.
2. Our smaller standard price list which is also found at www.tescobroadband.com/pricing will detail the prices for 0845 and 0870 and the price bands (the lowest and the highest price for each number range) for each premium rate call type (except 118).
3. We also include the prices for 0845 and 0870 and the premium rate price bands in the price list included in our welcome pack which we post to you a few days after you sign-up for the service.
4. We do not levy a charge for calls starting 080 and 050 (both are freephone numbers, though 050 numbers are being phased out), or for calls to 111 (non-emergency NHS healthcare services – where available in your area), 116000 (The European hotline number for missing children which will be set-up soon) and 112/999 (Emergency Services).  Inline with regulation, calls to these numbers will not appear on your bill.
5. Calls to our customer services number 0844 556 3550 are free if you use your Tesco Broadband with Calls telephone number.  Calls to this number are charged at 5p per minute plus a standard connection charge if you have Tesco Homephone. 
6. Charges for calls to 0844 556 3550 if you have Tesco Broadband with us, but your telephone number is with another provider, will be levied by your telephone provider. 
   

1. Premium Rate services offer some form of content that is charged to your phone bill. Most Premium Rate services are run responsibly and don't cause concern.
2. The money paid by users for these services is shared between the phone network carrying the service (the Network Provider) and the organisation providing the content (the Service Provider).
3. Typical services include:
   • helplines (for example, for computer problems)
   • competitions
   • mobile ringtone and logo downloads
   • voting (such as Big Brother and The X Factor)
   • news and sports alerts
   • charitable giving
   • interactive games
   • information (for example, traffic updates)
   • adult entertainment
   • directory enquiries
4. Tesco Broadband pay our network supplier (Cable & Wireless Worldwide) who in turn pass on the charges to the Network Provider carrying service, who pays the Service Provider running the service.
5. Services are advertised on numbers starting 09, 118, 0871, 0872 and 0873.  Numbers starting 098, 0908 and 0909 are reserved for adult entertainment.  You should report any adult services which use other numbers to PhonepayPlus.
   

Tesco Broadband is happy to help you on the following queries that you may have on Premium Rate Calls:

1. We can provide you with information on the role of PayphonePlus and how to contact them.  This information we will provide you is printed in the section entitled “PayphonePlus” below.
2. If you have difficulties contacting PayphonePlus or using their website we may be able to help you. We can provide you with contact details for individual service providers and the networks who host them, which we will get from the PhonepayPlus website on your behalf.
3. We will help you understand our prices.  See www.tescobroadband.com/pricing or contact us using the details below.
4. We can provide basic information on how Premium Rate services work.  Please see the section entitled “How Premium Rate Services Work?”.
5. Tell you how you can ‘bar’ or ‘unbar’ Premium Rate Calls from the Tesco Broadband with Calls or the Tesco Homephone services.  This information we will provide you is printed in the section entitled “Blocking Premium Rate Services from your Phone”.
6. Provide you with information on the Telephone Preference Service (TPS) and Fax Preference Service (FPS). This information we will provide you is printed in the section entitled “Telephone Preference Service and Fax Preference Service”.
7. Information about how internet diallers work and how you might protect yourself from them. This information we will provide you is printed in the section entitled “Internet Diallers”.
8. Information on the role of the Telecoms Ombudsman scheme. This information we will provide you is printed in the section entitled “Telecoms Ombudsman Scheme”.
   

1. PhonepayPlus www.phonepayplus.org.uk regulates premium rate services.  Its website provides useful information on premium rate calls, how they operate, who runs them and how you may get a refund.
2. PhonepayPlus is responsible for investigating complaints about the way premium rate services are advertised or run, or the way information received using a premium rate call has been presented.
3. You can contact PhonepayPlus via their website, by telephone on 0800 500 212 or 020 7407 3431 if you are hard of hearing and use Textrelay.
   

1. You can call or email us using the details below and we will block calls to the 09 number ranges for you.  This may take up to 48 hours to be effective.  There is no charge for this service.
2. Please note that we do not offer a service to block access to 118, 0871, 0872, 0873 or any other call types.
   

1. The Telephone Preference Service (TPS) is a central opt out register whereby individuals can register their wish not to receive unsolicited sales and marketing telephone calls. It is a legal requirement that companies do not make such calls to numbers registered on the TPS.
2. To register you can call the TPS Registration line on 0845 070 0707 or register online at www.tpsonline.org.uk.  It is free to register and once a number has been registered it will become effective in 28 days.
3. You should note that organisations with which you have an ongoing relationship, for example those who regard you as a customer may well gather your consent during the early stages of your relationship with them and will therefore be entitled to call you even if your number is registered on TPS, unless you have previously told them specifically that you object to them calling you for marketing purposes.
4. As TPS registration only prevents marketing calls, organisations will still be able to call you if they need to do so for operational reasons (for example to inform you about an upcoming delivery or appointment) or for the purposes of genuine market research.
5. The Fax Preference Service (FPS) is a similar service for fax numbers.  If you have a fax machine you can register for this service by calling 0845 070 0702 or online at www.fpsonline.org.uk 
   

1. Internet Diallers are only a concern if you use a Narrowband (Dial-up) Connection.  If you have a broadband connection we recommend that you don’t use narrowband at the same time.
2. However if you use narrowband over your Tesco Homephone line or when travelling we recommend that you understand what internet diallers are and appreciate the risks.
3. Internet diallers are software downloaded from the internet that switches the modem setting of your computer from a particular internet connection to another.  The software changes your narrowband connection from your narrowband ISP’s telephone number to a premium rate or other chargeable telephone number.
4. Diallers can be a legitimate and convenient way of paying for content on the internet – such as sports results, sites for charity contributions, music downloads and adult services – at premium rates rather than charging by credit card.
5. The way that diallers typically should work is that
   • Upon accessing a website which contains a dialler, a consumer is normally shown a pop up or dialog box which asks whether they wish to download a dialler programme.
   • The key terms and conditions such as the cost should also be present.
   • If the “yes” box is clicked, the dialler programme installs itself in the consumer’s computer and is normally accompanied by an icon in the bottom tool bar.
   • The switch to a premium rate internet connection allows for the charging of a consumer to view/access the website with a dialler feature and be charged for doing so.
   • In the normal course, the dialler programme should uninstall itself after the content or service has been provided and paid for, and return the customer’s modem to its previous setting.
6. Problems arise when you aren’t informed you that you are downloading dialler software, the terms and conditions are not clear – in particular they don’t tell you what the price is, or the software doesn’t uninstall after the service or content has been provided.
7. In these cases you may have a legitimate complaint against the service provider of the premium rate number that you connected to.  If you feel this is the case, then we are able to provide advice as outlined in the section “Customer Advice” or by contacting PayphonePlus using the details below.
   

1. Ofcom requires all telecommunications operators to belong to an Alternative Dispute Resolution (ADR) scheme. If you contact Ofcom it will advise on the process and monitor complaints but then refers your complaint to Tesco Broadband’s external independent ADR - The Office of the Telecommunications Ombudsman (Otelo).
2. The ADR service is free for individuals and small businesses but before you can apply to Otelo you must exhaust the our customer complaints procedure and get a 'deadlock' letter - a communication saying we cannot do anything more to address the issue - or you must have pursued the issue diligently for 8 weeks without resolution. You must apply to Otelo within 9 months of the dispute arising and/or within 6 months of a deadlock letter.
3. If you have a complaint about any aspect of Tesco Broadband’s service or wish to contact Otelo directly please see our Code of Practice on Complaints which can be found at www.tescobroadband.com/codes or by contacting us using the details below.
   

1. If you have any queries:
   • please check the FAQs on our website at www.tescobroadband.com/help-and-support; or
   • email us at support@tescobroadband.com 
   • telephone one of our UK based call centres on 0844 556 3550.
2. Our customer services are available between 8am to 10pm, 7 days per week.
3. We do not charge for calls to 0844 556 3550 if you use your Tesco Broadband telephone number. 
4. We do charge for calls to this number if you have Tesco Homephone.  Calls to this number from a Tesco Homephone cost 5p a minute plus a connection fee.
5. James Mahon, Tesco Broadband Operations Manager, is responsible for compliance with this code.  He can be contacted at support@tescobroadband.com